Refund and Returns Policy

Last Updated: May 4, 2025
Applicability: This policy applies only to business clients (not individual consumers).

General Terms

  • All sales are final unless otherwise agreed in a written contract or purchase order.
  • Returns/refunds are evaluated on a case-by-case basis and require prior written approval from KBRS LLC.

Eligibility for Returns

We may accept returns only if:
Defective or Non-Conforming Goods: The product fails to meet agreed specifications or is damaged upon delivery.
Shipping Errors: Wrong item shipped or quantity mismatch (must be reported within 5 business days of delivery).

Return Process

  1. Request Authorization
    • Notify us in writing (email to sales@lenzencoders.com) within 5 business days of delivery.
    • Provide:
      • Order number
      • Proof of defect/non-conformity (e.g., photos, diagnostic reports)
  2. Approval & Shipping
    • We will issue a Return Merchandise Authorization (RMA) number if approved.
    • Client covers return shipping costs unless the error is ours.
  3. Resolution
    • Defective goods: Repair, replacement, or credit note at our discretion.
    • Non-defective returns: We return full cost.

Refunds

  • Approved refunds are processed within 15 business days via the original payment method or as a credit toward future orders.

Non-Returnable Items

  • Custom-made or specially ordered products.
  • Software/licenses once activated.
  • Products altered or used by the client.

Warranty

  • Warranty terms (if any) are specified in the individual contract or product documentation.
  • Standard warranty covers manufacturing defects for 12 months from delivery.

Contact

For support:

  • Email: sales@lenzencoders.com
  • Phone: +7-921-424-9600